Discussion - T-Mobile’s whistleblowers were right, so what comes next?

I have been with T-Mobile for 20+years and these changes are ridiculous! In the past if there was a problem you could call and get support instantly and in q0 mins problem was resolved. I despise having to call for support now. Recent issue after a phone went thru a system update, it finished updating phone went to restart and never came back on. Called on to support after r5 mins on hold to talk to someone was directed to take phone to local repair shop. Took phone to shop and the update had fried the phones motherboard, nithing they could do had to call back to support for a warranty replacement. This took 3 calls over 3 hours of time to submit claim. New phone arrives returned dead phone, think all is good till I get notice of $600 charge for nit returning phone. Called support, another 30 min wait to get a human. 2 hrs later resolved that they indeed had the phone just had not been checked in yet (2 weeks after they had received). Then most recent issue. Had a payment arrangement setup payment #1 processed no issues, 2 weeks later get notification 2 days prior to scheduled payment date that phone would be suspended if payment method not setup for scheduled payment. It was setup for 1st payment, why and how it got dropped fir 3nd payment I dont know. So log in to the Trash-Life app, try to set payment method. Get message can't make changes till payment is made. So again another call to support. Call in and automated greeting says there is a payment arrangement made for this number and asks if I am calling to make payment, no want representative, then automated bozo says payment arrangement has been verified and will discontinue this call and hangs up on you. Go drive to tmobile store explain situation and now we are all confused. Remember this is 2 days before payment due and I can't make tge payment without a payment method setup, cant set up a payment method because payment is due, can't talk to support because payment is due, but cant make payment because no method set up.. i am stuck in a Neverending loop that no one could help with!

T-Mobile's moving to the same platform its parent company, DT, uses in Europe. DT is switching to a global customer service or as they think of it a customer engagement app instead of relying on in-store staff and call centers. From now on, it'll be a real effort to actually talk to a live person. This isn't new, and nobody paid attention to the industry back when the government approved AT&T and Verizon's major buyouts, claiming wireless and cable companies provided enough competition. Industry workers all agreed we were headed towards a future where people are the most expensive part of telecom, after the global network the big players have. The industry is dominated by facilities-based telcos who basically merged, and now in the US, the top 3 facilities-based telcos that cable companies buy from are also our 3 biggest wireless telcos, who also sell wireless to cable and those virtual wireless companies through the wholesale B2B market. They have us coming and going. Also, don't think Elon is not going to do the same thing with Starlink. This is the era of max profits in the name of progress.

The days of easily talking to a person instead of using an app or navigating a computer system that limits your access to a live person are over. We can complain all we want, but if everyone's going this route, it's a lost cause.

I too have been 20 years with them and every changed has costed more and no better service, and we are elderly and live on a fix income, so we left to another company